SHAIMA MOHAMED BALBAHAITH
Abu Dhabi,United Arab Emirates
Summary
Experienced IT Support Technician with 9 years of expertise in delivering end-user support, maintaining IT infrastructure, and managing help desk operations. Proficient in troubleshooting hardware, software, and network issues while ensuring minimal downtime. Skilled in Active Directory, Office 365, asset management, and IT security protocols. Strong leadership abilities with a proven record of training teams, coordinating with vendors, and delivering high-quality customer service. Dedicated to providing efficient IT solutions that enhance organizational performance.
Overview
9
9
years of professional experience
1
1
Certification
Work history
Technical Support Technician
UAE Accountability Authority
Abu Dhabi
03.2015 - 04.2024
- Providing day-to-day technical support to employees via phone, email, or remote access.
- Installing and configuring computer hardware, operating systems, and applications.
- Preparing equipment for staff use, including installation of cables, operating systems, and software.
- Troubleshooting and resolving issues with peripherals (printers, scanners, and other hardware/software).
- Diagnosing and resolving system, network, and application faults.
- Supporting end-users with Microsoft Office 365 (Outlook, Word, Excel, Teams, OneDrive).
- Managing Help Desk tickets and requests using ManageEngine ServiceDesk Plus.
- Administering Active Directory (user accounts, groups, and permission management).
- Ensuring system and data security, backups, and compliance with IT policies.
- Documenting IT procedures, configurations, and maintaining accurate asset inventory reports.
- Monitoring and managing annual IT asset inventory.
- Coordinating with vendors and external service providers for IT support and maintenance.
- Installing and updating software, ensuring proper version control and patch management.
- Enrolling and managing biometric devices (fingerprint systems).
- Testing, evaluating, and training staff on new technologies to improve productivity.
- Designing digital content using Adobe Photoshop, Illustrator, and Canva (value-added skill
Education
Bachelor of Science - Security and Network Technology
Zayed University
Abu DhabiSkills
- Backup Management
- Assets Inventory
- Service Desk Plus
- Client support
- Configuration
- Diagnostics
- End User Support
- Help Desk
- Software implementation
- Issue tracking systems
- Modem troubleshooting
- Systems administration
- Access management
- Report management
- IT asset management
- Domain account management
- Email and Outlook management
- User permissions management
- Event preparation and training support
- Risk management
- Operating system installation
- Cloud computing services
- Operating systems knowledge
- Mobile device support
- ITIL expertise
- End-user training
Certification
- ITIL 4 Foundation Certificate in IT Service Management
- Certificate of Level 5 Award in Leadership and Management
Languages
Arabic
Native
English
Advanced
Custom
Provide per Request
Timeline
Technical Support Technician
UAE Accountability Authority
03.2015 - 04.2024
Bachelor of Science - Security and Network Technology
Zayed University
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